With the global cloud market continuing at a steady rate of growth, cloud contact center solutions remain one of the most robust tools for delivering a superior customer service experience. In 2017, a Forrester report predicted that the global cloud market would reach a value of $236bn by 2020, and cloud solutions are an ideal choice for many types of business thanks to their greater scalability, improved efficiency, and lower operating costs. If you’re looking to optimize your business’s customer service practices while enjoying maximum efficiency, a cloud contact center is an ideal choice.

Cloud Contact Centers

#1. Improved Agent Versatility:

Cloud solutions are easy to set up and use straight away, but that isn’t the only benefit – they also provide greater agent versatility. This solution offers data and processing capabilities on-demand, which in turn enables companies to employ agents from almost anywhere in the world and provide around the clock service and support to their customers. Hosted solutions allow agents working across multiple contact center locations to work together effectively, providing companies with a combination of greater efficiency and flexibility. 

#2. Better Agent Efficiency:

In addition to improved versatility in their working conditions, agents can also benefit from greater efficiency when working within a cloud contact center solution. The intuitive interface of these solutions allows them to handle customer data across various channels and resolve cases with improved precision, providing omnichannel customer support that would be difficult to achieve in any other way. Features such as prioritized callbacks, IVR and ACD also save agents a huge amount of time, while efficient routing ensures optimal customer experiences by matching customers with the most suited agents automatically. 

#3. Reduced Operating Costs:

Another benefit of cloud solutions for contact centers is that they are highly cost-efficient, significantly reducing the upfront costs that on-premise solutions would usually require. In addition, it’s entirely possible to upgrade hosted cloud solutions inexpensively, which in turn allows modern contact centers to integrate platforms and keep costs to a minimum by using a pay-as-you-go, consumption model. In addition, most solutions come with a free trial option that businesses can take advantage of to test it out before making a commitment. 

#4. Enhanced Security:

For many businesses today, the enhanced security offered by cloud solutions is one of their biggest benefits. For example, a hybrid cloud solution gives companies the benefit of being able to flexibly secure sensitive data in private clouds, while storing less sensitive data in a public cloud at a reduced cost. And, cloud solutions tend to offer greater disaster recovery solutions compared to their on-premise counterparts; on-premise solutions are not usually well-equipped to deal with outages that occur due to natural diesters and other events, which can cause serious disruption to business workflow. On the other hand, cloud solutions offer continuous operational functionality, such as enabling agents to continue connecting with customers through mobile devices if connectivity via their work computer is harmed during a disruptive event of any kind. 

Are you considering using a cloud contact center solution in your business? We’d love to hear from you in the comments.